A barrier-breaking initiative at Goodyear is giving employees on the factory production line a chance to connect directly with dealers and end users on the retail shop floor – and to listen to the "voice of the customer".
A barrier-breaking initiative at Goodyear is giving employees on the factory production line a chance to connect directly with dealers and end users on the retail shop floor – and to listen to the "voice of the customer".
The programme is called Voice of the Customer and is an opportunity for dealers and customers to share concerns or questions directly with manufacturing plant employees, taking them closer to the source than a sales or business development representative.
It also presents an opportunity for employees to present to these customers the plant improvements implemented to correct their concerns and is a clear demonstration that Goodyear values and acts upon on customer communications.
Chris Tye, Goodyear National Customer Services Manager, together with Mahir Mehmetoglu, Goodyear’s Q-Tech Manager and various groups of specifically selected manufacturing employees, has so far travelled to various dealerships in Natal, Eastern Cape and Western Cape.
“It is tricky to pull valued employees off the production line when there are targets to be met, so the trips are scheduled according to availability, but the plan is to cover the country,” said Tye.
